Coordinator Service Resources US

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Customer Service
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1328 Total Views
JOB PURPOSE    

Working independently and with minimal supervision and direction, supports Service Resources, Customer and Branch Operations and other departments in the Company by gathering information about products, promotions, challenges; creating and distributing informational documents to the appropriate teams and departments and posting information to pertinent knowledge base.  Initiates, develops and maintains critical relationships throughout the Company to support the flow of information between departments and groups.  Assists with training by coordinating scheduling, preparation and distribution of training materials, and creating and maintaining training rosters and records.  Attends meetings on behalf of Service Resources to gather information and represent the interests of Customer and Branch Operations.  Creates, maintains and assists with updates of Standard Operating Procedures and Work Instruction and all training materials.  Reviews internal communications for information relevant to Customer and Branch Operations.  Develops and delivers communications to Customer and Branch Operations and other departments within the Company to ensure consistency of message delivered to independent sales force members and consumers.  Utilizes appropriate hardware and software to accomplish team goals.        

Performs one or more of the below listed duties and responsibilities where the focus is on supporting multiple areas utilizing a broad base of knowledge, requiring a high level of flexibility and adaptability.  The percentage of time spent performing each responsibility varies based on the incumbent’s skill sets, the Company’s business needs, and is performed in accordance with Standard Operating Procedures (SOPs) and Work Instructions (WIs) as outlined.

 
 
ESSENTIAL DUTIES AND RESPONSIBILITIES     

1. Gathers information from all areas of the Company to develop and distribute information to Customer Service Representatives and other employees who work directly with the independent sales force and/or consumers.  Creates communication pieces such as Promotion Briefs, Mini Promotion Briefs, Golden Rule Service Notepads and Event Messengers to provide information in a consistent format.  Creates website postings in consistent formats to communicate Company information affecting the independent sales force and consumers.  Maintains all communication pieces and website postings in accordance with established guidelines in order to ensure the accuracy and relevance of information.      

2. Proactively initiates, develops and maintains relationships necessary to actively maintain strong communications with specific departments and groups within the Company in order to create a collaborative environment that supports and encourages the sharing of information.  Proactively identifies information about products, promotions, sales force challenges, Company issues, communications, etc., that impact customer service groups, other groups within the Company, the independent sales force and/or consumers.  Attends meetings for the purpose of gathering information and promoting the needs of the customer service groups.  Determines the best communication vehicle(s) for information and creates and distributes communications to appropriate groups.  Identifies potential issues and proposes appropriate solutions based on the information gathered and operational knowledge.  Departments and groups include, but are not limited to, Sales Force Communications, Brand Communications, Creative Business Services, IST, Legal, Product Marketing, Consumer Marketing, Special Events, Sales Force Recognition, Career Car, Consultant Business Tools, Sales Education & Leadership, Sales and Branch Operations. 

3. Reviews internal communications for information that affects Customer and Branch Operations, the independent sales force and consumers.  Gathers all pertinent data from established department contacts, determines what information is to be communicated, prepares information for distribution and communicates the information to the appropriate team members.  Researches and responds to questions from Customer and Branch Operations about communication details.  Prepares appropriate website postings as necessary. 

4. Initiates ongoing reviews of Standard Operating Procedures, Work Instructions, department website postings, training materials and other written and/or online communication pieces in order to ensure that all materials are current and up-to-date.  Identifies the need for, and assists team members with the creation of, Standard Operating Procedures, Work Instructions, department website postings, training materials and other written and/or online communication pieces to support new processes and procedures.

5. Interfaces closely with the Customer and Branch Operations leadership team members to identify training needs.  Provides current materials to Branch Operations as needed.  Coordinates all aspects of training, including scheduling and videotaping of training and creation and maintenance of training rosters, in order to support department trainer.   Training coordination includes, but is not limited to, scheduling videotaping of meetings and information sessions, coordinating the creation of DVDs from taped materials, and distributing appropriate materials to Branch Operations and/or other departments or groups within the Company.      

6. Uses software such as Captivate or Articulate to create training demos to support specific training needs.  Works closely with specific team members to identify the best options for delivery of training demos and coordinates delivery to Customer and Branch Operations and/or other groups within the Company.    

7. Uses knowledge of current promotions, challenges and Company initiatives and works with Service Resources team members to create relevant inbound greetings.  Coordinates the translation of greetings and their delivery to Customer and Branch Operations team members.

8. Works independently and with Service Resources team members to effectively prioritize and schedule tasks in order to meet all internal and external deadlines and ensure accurate, timely delivery of communications to all groups.             

 
KNOWLEDGE, SKILLS AND ABILITIES     
Education: High school diploma or equivalent, plus

Experience: 7 years of customer service or similar experience, preferably in a job supporting multiple aspects within customer service, such as handling inquiries, problem resolution and promoting products.   A minimum of 2 years of Mary Kay Inc. work experience required as a Customer Operations Coordinator.


1. Ability to work autonomously with little direction and minimal supervision.

2. Must be decisive and have the ability to analyze situations and make decisions independently, based on sound judgment.

3. Strong interpersonal and relationship skills required to initiate and build relationships and work well with and for others within the department and the Company.

4. Flexibility and adaptability required to coordinate multiple high-priority projects and meet established deadlines for information distribution and posting.

5. Requires ability to create, review and edit SOPs, WIs, informational postings and communications such as Promotion Briefs, and website postings in order to successfully support multiple areas within the department and the company.

6. Requires ability to multi-task, process and recall information quickly.

7. Requires ability to successfully prioritize tasks in order to meet goals and deadlines. 

8. Must have strong organizational and time management skills and the ability to initiate and complete multiple tasks simultaneously.

9. Must have strong PC skills, knowledge Microsoft Office, including MS Publisher and MS Word, and the ability to learn other department software including, but not limited to, Captivate and Microsoft Expression; be able to navigate the internet and have good understanding of Internet technology in order to review information published on consultant and consumer facing websites; and utilize department software to create communication pieces, including internal website postings; type 55 WPM accurately and pass a written test.

10. Ability to speak and write clearly and to utilize proper grammar required in order to communicate effectively with customer service groups and established contacts in other departments. 

11. Requires ability to read, write and perform basic mathematical calculations as demonstrated by successfully passing a math test including addition, subtraction, multiplication, division and percentages in order to complete paperwork and maintain records as required for specific skill sets. 

12. Must be able to pass spelling and grammar test in order to accurately compose communications and internal website postings for customer service representatives and other groups within the Company.  

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